Service Coordinator
2 weeks ago
**Would you like to be part of an organisation that puts their people at the heart of everything they do?**
**Do you value empathy, working with purpose and delivering great customer service?**
**Do you want to be the face of help within The NRMA?**
This might be the opportunity for you
**About the Role**
Our Inbound Service Coordinators play a critical role in the lives of people across Australia by helping to keep them safe and moving. They are the first point of contact with NRMA members who need breakdown assistance.
Your primary focus will be to ask effective questions during the customer call to gather key details to capture a member's breakdown so we can provide the right help. You will put the member’s safety at the forefront of your conversation and use empathy to ensure our members feel understood, and reassured.
You will coordinate the movement of our service providers, to ensure appropriate resources-to-workload ratios, real-time monitoring of manual/auto-dispatch and support to service providers are required; and case management including but not limited to arranging car-hire, vehicle transportation, accommodation and passenger transport.
**Your roster**
We are recruiting full-time employees to work 35 hours per week on a 3-week scheduled rotating roster. You will work an 8-hour shift between 6am - 10pm, Monday - Sunday.
**Desired Skills & Experience**
NRMA is committed to ensuring a positive member experience and is seeking staff who possess the following skills:
- A motivated and driven individual - with the ability to effectively work under pressure whilst demonstrating empathy and understanding to our members
- Positive energy with an immense passion to help others
- Previous experience in a contact centre environment is highly desirable
- Effective listening and communication skills with the ability to use discretion
- Natural aptitude to navigate multiple complex computer systems with proven accuracy and attention to detail
- Capacity to work autonomously within a remote team-based environment
- A team player attitude, which supports and respects others’ diversity of thought
- Rigorous logical methods to solve difficult problems with effective solutions
- Ability to adapt to and work effectively within a variety of situations
**What’s in it for you?**
To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including but not limited to:
- **Free Roadside Assistance** - for 2 vehicles covered under our Complete Care (valued at $410)
- **Discounts on NRMA Insurance**:
- **5 weeks annual leave for shift workers**:
- **Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements**:
- ‘**ME” day**:
- one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year.
**About NRMA**
- The NRMA is committed to achieving equal opportunities for all through inclusion, diversity and flexibility. All qualified applicants including minorities, LGBTQIA identifying individuals, Aboriginal and Torres Strait Islander Peoples and those identifying with a disability are encouraged to apply._
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